The Negative Effects of Tipping Suggestions From Non-Human Agents: Consumer Dislike of Manipulative Intent Perceptions

IF 2.5 3区经济学 Q3 BUSINESS

Journal of Consumer Affairs Pub Date : 2025-03-04 DOI:10.1111/joca.12615

Amin Attari, Frank G. Cabano, Elizabeth A. Minton

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引用次数: 0

Abstract

Given the recent increase in the use of tip suggestions by non-human agents, such as service robots or self-checkout machines, this research investigates consumer responses to such tip suggestions through four experiments. Results support the overall sequential mediation model of tip suggestions → higher manipulative intent → lower satisfaction → negative word of mouth intentions. The results from Studies 1a and 1b demonstrate the direct effect of tip suggestions on negative word of mouth intentions. These studies also provide evidence that inference of manipulative intent serves as the underlying mechanism for this effect. Study 2 shows that tip suggestions provided by non-human agents negatively influence consumers' satisfaction, but this effect gets attenuated for human agents. Finally, Study 3 demonstrates the overall sequential mediation model. This research provides new insights for marketers to help develop positive relationships with consumers by positively impacting consumers' attitudes and satisfaction.

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来源期刊

Journal of Consumer Affairs Multiple-

CiteScore

4.60

自引率

17.90%

发文量

期刊介绍： The ISI impact score of Journal of Consumer Affairs now places it among the leading business journals and one of the top handful of marketing- related publications. The immediacy index score, showing how swiftly the published studies are cited or applied in other publications, places JCA seventh of those same 77 journals. More importantly, in these difficult economic times, JCA is the leading journal whose focus for over four decades has been on the interests of consumers in the marketplace. With the journal"s origins in the consumer movement and consumer protection concerns, the focus for papers in terms of both research questions and implications must involve the consumer"s interest and topics must be addressed from the consumers point of view.